Operations Supervisor Job at American Express Global Business Travel
The working Operations Supervisor is responsible for supervising the strategic operations of a team of Travel Consultants, who are dedicated to servicing one of our prestige law firms at Lawyers Travel. The Supervisor will be responsible for ensuring service delivery, staff development, booking travel and oversight/training of travel consultants.
This is a virtual, remote, work-from-home position. Qualified candidates are available to work Monday-Friday, 9:00 am- :00 pm EST, with a certain level of flexibility required for varying employee shifts.
Working Supervisor Responsibilities:
- Book travel (air, rail), hotel, car and ground transportation to support the team and the clients’ needs
- Maintain a working environment conducive to teamwork
- Create an environment that provides daily learning experiences to enhance the personal and professional development of travel consultants
- Provide management with data as it relates to travel consultant productivity and performance
- Ensure the successful orientation of new travel consultants
- Monitor effective workflow of the group
- Work with travel consultants to set mutually beneficial goals to achieve maximum productivity and efficiencies
- Provide support and resources to assist travel consultants.
- Ensure quality processes and tools are incorporated into all daily activities.
- Act consistently as role model, projecting a positive and professional demeanor.
- Ensure effective communication of preferred supplier usage.
- Identify vendor opportunities and communicate their possible development to Management.
- Understand and administer the specifics of all client contracts.
- Resolve and report all client complaints to Management.
- Establish schedules for staff and procedures for backup agents.
- Manage customer service issues to resolution, including correspondence with vendors and travelers.
- Identify team or individual training needs as necessary
- Interface with Manager and Client Solutions team members.
- Establish recurring meetings with staff to ensure consistency and continuity.
- Oversee all scripting duties to achieve point of sale workflow efficiencies.
Qualifications:
- Must demonstrate a thorough knowledge of travel industry rules, including strong Sabre proficiency.
- Should have several years of previous experience as a corporate travel consultant.
- At least 5 years of experience as an International corporate travel consultant with good problem-solving skills
- Excellent verbal and written communication skills
- Ability to understand and communicate client travel policy
- Strong service focus and customer orientation for high end, VIP travelers
- At least 3 years of recent experience as a supervisor.
- Detailed knowledge of the workings of a travel office and the ability to lead and motivate subordinates.
- Ability to function in a fast-paced, demanding environment
- Internet savvy
- Need to be flexible and able to multi-task.
- Possess analytical skills
- Able to work in a highly demanding environment
- Back up reservations on an as needed basis
- Oversee mid-office (QCX) routines and ensure proper adherence
- Liaise with accounting for any ARC related matters.
Location
The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our 2022 Benefits-at-a-Glance document.
GBT 2022 Benefits-at-a-Glance
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